Exhibited the"Thankful"element ofMIPMade apaymentFCRExhibited the"Welcoming"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)Free!Representativeasks customera connectionquestionUsed Step-Up toPerform aHigh-riskRequestAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedDeescalatedupsetcustomerRepeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardCompleted atask withouthaving to callanotherdepartmentAsked thecustomer aconnectionquestionExpressedEmpathyExhibited the"Thankful"element ofMIPMade apaymentFCRExhibited the"Welcoming"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)Free!Representativeasks customera connectionquestionUsed Step-Up toPerform aHigh-riskRequestAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedDeescalatedupsetcustomerRepeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardCompleted atask withouthaving to callanotherdepartmentAsked thecustomer aconnectionquestionExpressedEmpathy

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Exhibited the "Thankful" element of MIP
  2. Made a payment
  3. FCR
  4. Exhibited the "Welcoming" element of MIP
  5. Provided self-service options (OLB/Mobile App/ATM)
  6. Free!
  7. Representative asks customer a connection question
  8. Used Step-Up to Perform a High-risk Request
  9. Authentication Successfully Completed/ Acknowledged
  10. "Can Do" statement used
  11. Deescalated upset customer
  12. Repeated the customer's reason for calling
  13. Recap what assistance has been provided at the end of the call
  14. Issued a replacement credit card
  15. Completed a task without having to call another department
  16. Asked the customer a connection question
  17. Expressed Empathy